At DNA Aquatic, we ship healthy fish, coral, and invertebrates nationwide to all 50 U.S. states and offer a DOA (Dead-On-Arrival) guarantee. This page explains our shipping options, timelines, costs, returns/DOA coverage, and accepted payment methods.
Shipping Coverage & Options
Where we ship: All 50 U.S. states (no international shipping).
Carriers & services: We select the safest service for livestock (speed + route reliability).
Scheduling window: Livestock typically ships Monday–Thursday to avoid weekend delays and protect animal health. In extreme weather, we may delay or require hold-for-pickup to keep DOA coverage active.
Local pickup (optional): If you offer it, add details here: [Local pickup in Elkhart, IN — contact us to schedule]. Remove if not offered.
Order Processing & Delivery Times
Processing time: Most orders are prepared within 1–2 business days.
Livestock coordination: We may email you to confirm the safest ship date based on routing and temperatures.
Transit time: Usually overnight to 2-day depending on destination and service selected.
Tracking: A tracking number is emailed when your order ships.
Shipping Costs
Live Rates at Checkout: Shipping is calculated at checkout based on destination, weight/size, and service speed.
Insulation & heat/cold packs: Included as needed at no extra charge when conditions require.
Re-shipments: If a replacement is approved (see DOA Policy), actual shipping charges apply.
Delivery Requirements (Important for DOA Coverage)
To keep your order covered under our DOA policy:
Be available for the first delivery attempt or pick up promptly if held at the carrier location.
Bring the box indoors immediately—do not leave outside or in a vehicle.
Follow our acclimation instructions (see our Refund & DOA Policy page).
Damages, Lost Packages & Weather Holds
Damaged boxes: Photograph the outer box, shipping label, and unopened bag(s) and email us promptly.
Lost in transit: Contact us right away; we’ll coordinate with the carrier. Outcomes depend on carrier investigation and route scans.
Weather holds: We may delay shipment or require hold-for-pickup during temperature extremes to protect livestock and maintain DOA eligibility.
Returns, Exchanges & DOA Summary
Livestock: Not returnable. Covered by our DOA Guarantee—see full steps/timelines on the Refund & DOA Policy page.
Dry goods: Unopened/unused items may be returnable for store credit within 14 days of delivery (less shipping). Customer pays return shipping.
Refund method: DOA claims are typically issued as store credit for the affected item(s). Shipping costs are non-refundable.
Full details and photo/timing requirements are in our Refund & DOA Policy.
Payment Methods
In-Store (Clover Flex): We accept major credit/debit cards via our Clover terminals. We can also save your card on file (with consent) for subscriptions and future orders. We do not store full card numbers ourselves.
Online Checkout: Pay securely with major credit/debit cards through our PCI-compliant processor. Express wallets (e.g., Apple Pay/Google Pay) may appear if enabled by your device/browser.
Sales tax: Calculated at checkout based on your shipping address.
Security: Payments are processed by PCI-compliant providers; we do not store full card numbers.
Subscriptions (Billing & Shipping)
Recurring billing: By enrolling, you authorize automatic charges to your saved card each billing cycle (e.g., monthly) until you cancel.
Manage your plan: You can pause, skip, change, or cancel before the next billing date (see your order emails or contact us).
Fulfillment: Subscription shipments typically go out within 1–3 business days after billing, with insulation and heat/cold packs as needed.
FAQs
Q: Can I choose my ship date? A: We’re happy to coordinate—reply to your order email and we’ll aim for the safest date.
Q: Will my coral look like the photo? A: WYSIWYG items are the exact piece in the photos. Non-WYSIWYG match the listed size/grade; natural color variation is normal.
Q: What if my delivery is late? A: Contact us immediately with the tracking link. We’ll help coordinate with the carrier and advise options based on conditions and scans.
